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In a recent interaction with the Pixel support personel via the built-in chat, I was unabashedly lied to three times in a row, including direct contradictions o

In a recent interaction with the Pixel support personel via the built-in chat, I was unabashedly lied to three times in a row, including direct contradictions of the previous support persons instructions. When the support person didn't have a handy solution, they just started making up reasons why my issue wasn't supported, going so far as to tell me I was required to purchase non-existent, google-branded hardware in order to accomplish what the previous support person had already walked me through.

hamandcheese 8y ago
This would be much more compelling if you went into the actual details of what they said to you vs what the truth actually was.
- WalterSear 8y ago
  Unlock and commnd the google assistant via a bluetooth device. Sometimes it would work, sometimes it wouldn't, sometimes it would unlock but then be unable to respond to subsequent commands. Then every few days, the feature would disable itself and stop working entirely (via voice or bluetooth) and have to be set up again. The first support person showed me how to clear the application cache, and then walked me through the process off testing the bluetooth. I was very impressed. I hadn't actually intended to request support - I was just using the device's help system. Except - it happens again, two days later, and clearing the cache and setting up the voice assistant every couple of days isn't much of a solution. I didn't expect a fix - mainly wanted them to let them know the solution wasn't working. The second support person had me walk through the basic diagnostics and then tried to give me reasons why what I was trying to do wasn't possible. First, it wasn't possible at all, then it became impossible to do with all my specific bluetooth devices and finally, it became impossible without using google bluetooth gear. (I misspoke previously - these actually do exist). Pushy, inexperienced, untrained and unsupported. And very clearly miserable and under the gun.
  - dvfjsdhgfv 8y ago
    It was discussed on HN a few days ago: the size of the company is inversely proportional to the quality of their support. After the company reaches a certain size, they can simply afford not to care. Also, in this case it makes more business sense for them. Therefore I prefer to deal with smaller companies.
    - SmellyGeekBoy 8y ago
      You say this, but I've had some great experiences with Microsoft support over the years, both on the hardware and software side. I hear good things about Apple's support too.
      - Jmcdd 8y ago
        Apple support is spot on. While I'm disappointed by the decline in quality of their products (namely the macbook pro), when I had to return my MBP 2017 a year after I bought it, and 3 months after they replaced the faulty keyboard, they were very supportive and refunded me the full amount. They're also very easy to talk to and treat you with respect unlike Google support (from my experience).
      - neltnerb 8y ago
        Agreed, even with a simple home license I've called Microsoft and been shocked at how competent they are. Pretty weird and complex issues too. But doesn't Google in particular have a reputation for nonexistent or terrible support? It's not part of their culture, everything is a beta and it's no big deal if it doesn't work right? An open phone cannot come fast enough. It may well be even buggier at first but if it's like my experience with Linux over the last 17 years it will only get steadily better since the developer's incentives are actually largely aligned with mine.
        PuffinBlue 8y ago
        I must give Microsoft credit too actually. I've spoken with them 3 times over home licensing of windows. Each time they were very quick and thorough in sorting the issue. In fact, during one of the last big windows 10 updates something failed for me in carrying the license over and they took time to investigate the incident in order to determine how to prevent it again for future updates. the thing that surprised me was they _cared_ that something was wrong and were _interested_ in fixing to and preventing it happening again. Been a while since I dealt with a company that did that. Actually, thinking about it I should probably switch to companies that do care about this stuff.

hamandcheese 8y ago

This would be much more compelling if you went into the actual details of what they said to you vs what the truth actually was.

WalterSear 8y ago
Unlock and commnd the google assistant via a bluetooth device. Sometimes it would work, sometimes it wouldn't, sometimes it would unlock but then be unable to respond to subsequent commands. Then every few days, the feature would disable itself and stop working entirely (via voice or bluetooth) and have to be set up again. The first support person showed me how to clear the application cache, and then walked me through the process off testing the bluetooth. I was very impressed. I hadn't actually intended to request support - I was just using the device's help system. Except - it happens again, two days later, and clearing the cache and setting up the voice assistant every couple of days isn't much of a solution. I didn't expect a fix - mainly wanted them to let them know the solution wasn't working. The second support person had me walk through the basic diagnostics and then tried to give me reasons why what I was trying to do wasn't possible. First, it wasn't possible at all, then it became impossible to do with all my specific bluetooth devices and finally, it became impossible without using google bluetooth gear. (I misspoke previously - these actually do exist). Pushy, inexperienced, untrained and unsupported. And very clearly miserable and under the gun.
- dvfjsdhgfv 8y ago
  It was discussed on HN a few days ago: the size of the company is inversely proportional to the quality of their support. After the company reaches a certain size, they can simply afford not to care. Also, in this case it makes more business sense for them. Therefore I prefer to deal with smaller companies.
  - SmellyGeekBoy 8y ago
    You say this, but I've had some great experiences with Microsoft support over the years, both on the hardware and software side. I hear good things about Apple's support too.
    - Jmcdd 8y ago
      Apple support is spot on. While I'm disappointed by the decline in quality of their products (namely the macbook pro), when I had to return my MBP 2017 a year after I bought it, and 3 months after they replaced the faulty keyboard, they were very supportive and refunded me the full amount. They're also very easy to talk to and treat you with respect unlike Google support (from my experience).
    - neltnerb 8y ago
      Agreed, even with a simple home license I've called Microsoft and been shocked at how competent they are. Pretty weird and complex issues too. But doesn't Google in particular have a reputation for nonexistent or terrible support? It's not part of their culture, everything is a beta and it's no big deal if it doesn't work right? An open phone cannot come fast enough. It may well be even buggier at first but if it's like my experience with Linux over the last 17 years it will only get steadily better since the developer's incentives are actually largely aligned with mine.
      - PuffinBlue 8y ago
        I must give Microsoft credit too actually. I've spoken with them 3 times over home licensing of windows. Each time they were very quick and thorough in sorting the issue. In fact, during one of the last big windows 10 updates something failed for me in carrying the license over and they took time to investigate the incident in order to determine how to prevent it again for future updates. the thing that surprised me was they _cared_ that something was wrong and were _interested_ in fixing to and preventing it happening again. Been a while since I dealt with a company that did that. Actually, thinking about it I should probably switch to companies that do care about this stuff.